Customer Reviews for U-Haul of Van Nuys

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Testimonials from recent customers of U-Haul of Van Nuys

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Brittany B. on

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The staff had a bad attitude and made the whole experience un-enjoyable

Jerry J. on

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There were only 2 people on staff and 7 customers in line. The trucks and trailers were everywhere making it hard to drop off a trailer. Ended up doing everything myself.

Julianne H. on

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I’m very upset right now I noticed you charged me almost 8 dollars for gas and I put in more gas than I normally do because it cost more right now but I went the same exact mileage as I always do and I never need to add more gas and you charged me an after hours fee which is ridiculous because I brought the truck back only a little after 5 and took it out at almost 7 the day before. I had to wait a half hour more in line to rent the truck. The app never works. I tried 5 x I couldn’t take a picture of the dashboard because I didn’t see that till after I dropped the key off. I always rent from you on the second Sunday of the month because I’m a vendor at the Rose Bowl and I’m extremely disappointed in this particular rental and I hope that you will refund me $28 or I will find somewhere else or some other company to rent from I’m just really upset right now.

Marcelino D. on

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Customer did not leave a comment.

Chris H. on

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Truck and auto transport were not ready at the time requested. I had to wait 30 minutes for it to be made ready. Truck was dirty. An old hamburger was in the bed. Dash indicated that the right rear tire needed air. \

Roger N. on

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For the third time, the inside of the rented van were so dirty I could not see at night. I had brought this up at the time of rental and was told they would be clean. You can't tell there is an opaque film on the windows until you drive at night. The windows were so dirty, I had to get off the fwy and take the streets.

Anthony R. on

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Patrick O. on

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Tina Y. on

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They accidentally charged me for insurance. I immediately pointed it out but it was too late and they had to issue a refund which they said would be 5 minutes yet its 3 days later and still processing. Yes that is the bank processing but its 100% their fault they should have issued a cash refund. Will NEVER use this location.

Aram A. on

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Customer did not leave a comment.

Samuel C. on

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Pick up and moving experience were all fine. However, when we came to return the truck, no one was at the customer service counter. After 10 or 15 minutes of this, we had 5 parties all waiting to return their vehicles. One of us asked someone for help but they said they weren't on the clock so there was nothing they could do. Once someone finally did arrive, the process was fine. All the customer service reps we dealt with were kind, patient, and able, but were clearly spread too thin (which I would tend to blame on management). All told, we were first in line of that group and waited a half hour to return our vehicle.

Thomas M. on

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It took us an hour and a half longer to pick up our uhaul due to the slow moving line of people. They couldn’t find the truck we had reserved at first and asked us if we would be okay with coming the next day. Ultimately they were able to find it. The attendant complained about our out of state licenses.

Charles A. on

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The carabiner on the front safety chain was rusted in the open position. Fortunately I had one of my own, otherwise it would not have been safe to use.

Arash A. on

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Customer did not leave a comment.

Milton G. on

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Need an extra employee inside

dan g. on

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SAME ISSUES: Not enough people to handle the work. The staff is poorly trained. The equipment is not maintained and even unsafe. YOUR STAFF IS NOT TRAINED IN CUSTOMER SERVICE AND CUSTOMER INTERACTION. You need to bring in some independent customer service consultants to rate and train your people. Thy are terrible. I should NOT be expected to have a Iphone to do business with Uhaul. I didn't have one and the staff seemed confused and unsure how to do standard paperwork.

Milton D. on

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I gave it a five because overall I was able to get the trailer I needed, but I was overall dissatisfied with the customer service in the office and the long wait. The location might be able improveme itself if it got new management for better training, processes and customer service.

Marilyn M. on

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Laurel E. on

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Easy and hassle free. Thank you.

Michael O. on

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Find a way to keep the day laborers off the property and dont allow them to proposition work on your premisses. because they are not respectful when you tell them you dont need anyone...

tahmineh k. on

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Customer did not leave a comment.

Marja R. on

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Have a better team that knows what they're doing available for hitch installation

Anthony m. on

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reservation time was changed from 730 (after hrs) too 630 before store closed without notifying me i happened too go on line at 600 just too check glade i did went too location and res was set for pickup before closing so they were not going too leave keys! took awhile too correct on computer and put keys in lock box then when i did do pickup over phone after getting key said problem with contract and too call. store rep were still there but said they could not help need too call waited 30 min on hold for them too pickup and tell me no problem ok too go then when I went too return went though all the steps up to finish return then it said problem on your end with return please wait and try again LATTER waited on hold again 25 mins only for them too tell me no problem wasted over 1.5 hrs because of communication and teck problems I rent a truck or trailer every month worst experience ever!!

Alina L. on

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I arrived for my 10am pick up time with express check in and did not receive the keys to the U-Haul pick up truck until 10:30 am. I was rushed and was told I might have to pay a late fee even though it was not my fault. This particular location only have 1 associate working that morning, she was slammed and couldn’t keep up with rental demand.

Ramin S. on

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Customer did not leave a comment.

Linda T. on

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It's a complete waste of time and terribly misleading to advertise "Skip the line...by doing everything online" since there's no special line or jumping to the front of the line when you arrive to pickup the vehicle you've reserved and paid for in advance. You have to wait in line with all the others who didn't reserve and pay in advance. To make matters worse, if you reserve a truck for 4 hours and have to wait in line for an hour, that hour is deducted from the time you paid for. I arrived early and waited in line more than an hour, and specifically asked the girl who helped me if my 4 hours would start once I took possession of the truck or the time they were supposed to have it ready for pick up. She assured me I would still have a full 4 hours for using the truck. But once I got the email confirmation - after the truck was picked up - it showed I only had 3 hours to return it. Not at all what I was told by your employee. I can only imagine the premium I would've been charged if I had needed the truck more than the remaining 3 hours. That is really bad business and terribly misleading. Plus the van I rented had severe body damage from a prior rental that hadn't been documented in the system that I had to point out to the lot guy. I wasn't a happy camper. Lots of room for improvement.

Andrew C. on

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Salvador B. on

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James P. on

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Very efficient check-out and check-in of the equipment !

Sokrat F. on

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Tigran H. on

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Ruth L. on

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I drive past a lot of other U-haul facilities to get to this one. I can always rely on a clean vehicle, fast service, and curtius workers.

Caryn D. on

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Customer did not leave a comment.